Refund policy

Returns & Refund Policy

This policy applies to all Trading Card Game (TCG) products sold through our store, including but not limited to booster boxes, booster packs, elite trainer boxes, bundles, and single cards.

Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). You are entitled to a replacement, repair, or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. Products are also entitled to a repair or replacement if they fail to be of acceptable quality and the failure does not amount to a major failure.

Sealed Product: Booster Boxes, Booster Packs and Bundles

Due to the nature of sealed collectible card products, the following applies:

  • Change of mind: We accept returns for change of mind only where the product is unopened, in its original condition, and in its original packaging with all seals intact. Change of mind returns must be requested within 30 days of delivery, and the customer is responsible for return shipping costs.
  • No returns based on pulled contents: Once a booster box, booster pack, or bundle has been opened, we cannot offer a refund, return, or exchange on the basis of the cards or "hits" pulled inside. Packs and boxes are randomised and sealed by the manufacturer at the point of production. We have no visibility into, or control over, the contents of any individual pack or box, and this applies equally to all customers. This includes dissatisfaction with pull rates, card rarity, condition of pulled cards as packed by the manufacturer, or not receiving a particular chase card.
  • Manufacturer sealed integrity: We only sell products that are sealed by the original manufacturer or authorised distributor. If a box or pack shows signs of prior tampering, resealing, or an incorrect factory seal upon arrival, this is treated as a faulty item under the section below, not a change of mind return.

Faulty, Damaged or Incorrect Items

You are entitled to a remedy if your order arrives:

  • With missing packs or product from what was ordered
  • With an incorrect item, sealed product substitution, or wrong quantity
  • With a factory seal that has clearly been broken or tampered with prior to shipping

Please contact us within 7 days of delivery with your order number and photos of the item, packaging, and shipping label. We will assess claims on a case-by-case basis and offer a replacement, store credit, or refund in line with the ACL.

Singles and Graded Cards

Individual cards and graded cards may be returned if the item received does not match the listed condition or grade, or is not as described. Claims must be lodged within 7 days of delivery with photo evidence. Cards showing normal wear consistent with their listed condition are not eligible for return.

How to Lodge a Claim

  1. Contact our support team at boosterhavenau@gmail.com with your order number.
  2. Include clear photos or video of the item, including packaging and any damage or faults.
  3. We will respond within 2- 7 business days with next steps.

Return Shipping

  • Change of mind returns: return shipping is paid by the customer, and original shipping costs are non-refundable.
  • Faulty, damaged, or incorrect items: we will cover return shipping costs or arrange collection.

Refund Method

Approved refunds are processed back to the original payment method within 5 to 10 business days of the return being received and inspected. Store credit options may also be offered where applicable.